Your Rights as a Patient at UM CRMC
As a patient at UM Charles Regional Medical Center, you have the right to:

  • Reasonable access to care, treatment, and services within the Medical Center’s capacity, its stated mission, and the laws and regulations of the State of Maryland.
  • Receive equal treatment at all times and under all circumstances, regardless of race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, gender identity or expression, veteran status, family responsibilities, disability, infectious disease, political affiliation, socioeconomic status, or place of residence or business.
  • Receive respect for cultural, psychosocial, spiritual and personal values, beliefs and preferences. Pastoral and other spiritual services are available upon request. In view of this, patients are encouraged to exercise cultural and spiritual beliefs that do not interfere with the well-being of others or the planned course of their medical therapy.
  • Receive considerate and respectful care, support for personal dignity, and privacy in a clean and safe environment.
  • Receive care that optimizes the comfort and dignity of the dying patient, as appropriate, by treatment of symptoms as desired by him/her or his/her family, effective pain management, and assessment of his/her and his/her family’s psychosocial needs, and coping mechanisms and support needs, during the grieving process.
  • Accept or refuse medical care and treatment to the extent permitted by law; and to be informed of the medical consequences of any refusal.
  • Formulate advance directives concerning treatment or designating a surrogate decision maker and to have the hospital honor the intent of that directive to the extent permitted by law and hospital policy.
  • Receive complete and current information concerning diagnosis, treatment and prognosis in terms they can be reasonably expected to understand and, which is necessary to enable them to participate in treatment decisions. This includes the right to be informed of their health status and to be involved in the development and implementation of the plan of care.
  • Receive care committed to the prevention and management of pain.
  • Receive information, upon admission, about the policy of the Medical Center with regard to resolving disputes, grievances, and conflicts, and patient complaints about the quality of care. Please contact our Performance Improvement Department staff directly at 301-609-4310 to report complaints.

In addition, complaints can be reported to the following agencies:

The Joint Commission

Phone: 800-994-6610
Fax: 630-792-5636

Office of Quality Monitoring
The Joint Commission
One Renaissance Boulevard
Oakbrook Terrace, Illinois 60181

Centers for Medicare and Medicaid Services

Phone: 800-492-5811

Delmarva Foundation for Medical Care, Inc.
6940 Columbia Gateway Dr. Suite. 420
Columbia, MD 21046-2788

State of Maryland Department of Health and Mental Hygiene

Phone: 877-402-8218

Office of Health Care Quality
Spring Grove Hospital Center
Bland Bryant Building
55 Wade Avenue
Catonsville, Maryland 21228

  • Participate in the consideration of ethical issues that arise in their care (participation may include the patient, patient’s designated representative and/or family, as appropriate).
  • Know by name the physicians, nurses and other staff members responsible for his/her care.
  • Consent or decline to participate in research studies and experimental treatment, have those studies fully explained, and know that refusal to participate will not compromise access to any other services.
  • Expect full consideration of their privacy and confidentiality in care discussions, consultations, examinations and treatments.
  • Receive confidentiality concerning communications and medical records regarding care, consistent with Maryland state law. Access, request amendment to, and receive an accounting of disclosures regarding his/her health information. The patient or the patient’s legal representative has a right to review the patient’s medical record.
  • Identify a family member, friend, or other individual to be present with them for emotional support during the course of their stay (they may give or withdraw consent for such visitors at any time), unless the individual’s presence infringes on others’ rights, safety, or is medically or therapeutically contraindicated. Visitation privileges shall not be restricted, limited or otherwise denied on the basis of race, color, national origin, religion, sex, gender identity, sexual orientation or disability.
  • Request that their physician, family, or others, as they designate, be notified of their admission to the hospital.
  • Receive protection from real or perceived abuse, neglect, harassment, or exploitation from anyone, including staff, students, volunteers, other patients, visitors, or family members.
  • Remain free from restraints of any form that are not medically necessary or are used as a means of coercion, discipline, convenience or retaliation by staff.
  • Receive notification in a timely fashion when there is an error involving care.
  • Access protective and advocacy services. A list of services will be provided upon request.
  • Expect reasonable continuity of care, be informed of available and realistic care options when hospital care is no longer appropriate, and be able to participate in development of the discharge plan.
  • Receive and examine an explanation of the bill for services rendered at the Medical Center.
  • Request and be informed of business relationships among the System, Medical Center, educational institution, other health care providers, payors, or networks that may influence the patient’s treatment and care.
  • Receive information of organizational policies and procedures applicable to patient conduct.

Your Responsibilities as a Patient at UM CRMC
As a patient at UM Charles Regional Medical Center, you have the responsibility to:

  • Provide, to the best of their knowledge, accurate and complete information about present complaints, pain, past illnesses, hospitalization, medication, and other matters relating to their health status or care.
  • Provide the hospital with a copy of their advance directive, if one exists.
  • Report whether they clearly comprehend the treatment course or care decisions and what is expected of them. Ask questions when uncertain, confused, or desire more information.
  • Be involved in the development of a pain management plan and update caregivers regularly on the effectiveness of the plan.
  • Maintain accountability for own actions if they do not follow instructions or refuse treatment.
  • Assure that health care financial obligations are fulfilled promptly.
  • Follow instructions, policies, rules, and regulations in place to support quality care for patients and a safe environment for all individuals in the hospital.
  • Consider the rights of other patients and the Medical Center staff, and respect the property of other persons and of the Medical Center.
  • Refrain from any actions that could be perceived as sexual, racial, verbal, or physical harassment.

Patient Privacy
UM Charles Regional Medical Center is following federal guidelines that help protect patient’s health information by limiting the amount of information provided to the public without patient authorization. The Health Insurance Portability and Accountability Act of 1996 (HIPAA) is a federal law that is designed to ensure the portability of health insurance for individuals from one job to another and protect patient health information. Protected health information is any health information that can be used to identify a patient and relates to health-care services provided to the patient or the payment of those services. It includes all medical records and other information, which identifies the patient, such as demographic, medical and financial—in any form—electronic, paper or spoken.

You will receive a copy of the notice outlining HIPAA Privacy when you reach your point of service area. Each patient at UM Charles Regional Medical Center will be given an option of whether to be included in the hospital directory. No information—even that the patient is in the hospital—will be released—even to family and friends—if the patient objects. For patients who agree to be listed in the directory, UM Charles Regional Medical Center will release only limited information without specific authorization.

Phone Directory

When calling a department from within the medical center, simply dial the last four digits of the phone number.

Billing/Patient Accounts 301-609-4400
Birthing Center 301-609-4162
Cardiac Department 301-609-4278
Discharge Planning 301-609-4189
Community Education 888-332-4847
Emergency Department 301-609-4160
Financial Counseling 301-609-4075
Gift Shop/Snack Bar 301-609-4348
Human Resources 301-609-4444
Information Desk 301-609-4200
Laboratory Services 301-609-4270
Medical Center Main Number 301-609-4000
Medical Center, Toll Free 800-422-8585
Notary Services 301-609-4000
Nutritional/Menu Services 301-609-4330
Pastoral Care Services 301-609-4189
Patient Information 301-609-4200
Patient Registration 301-609-4280
Pulmonary Department 301-609-4278
Physician Referral 888-332-4847
Quality Management 301-609-4310
Radiology Services 301-609-4170
Rehabilitation Services 301-609-4290
Safety and Security 301-609-4289

Patient Information & Services

Foreign Language Speaking Patients
If you need a translator, please let us know. We will use all available resources to assure accurate communication and comprehension for you and your family. The hospital has access to interpreters for a number of foreign languages. Contact your nurse for more information.

Hearing or Vision-Impaired Patients
UM Charles Regional Medical Center utilizes available resources and auxiliary aids for the visually impaired patient, and provides qualified sign language interpreters and auxiliary aids for hearing impaired patients. These measures are to assure accurate communication and comprehension.

All medications you take while in the hospital are prescribed by your doctor, dispensed by the hospital pharmacy and administered by a nurse. Patients are not permitted to administer their own drugs or keep personal medications at their bedsides.